9 Replies Latest reply: Jun 17, 2011 1:57 PM by chris.campbell RSS

    How to report a crash with Flash Player

    chris.campbell Adobe Employee

      In this thread, I'll be describing the different processes for reporting crashes in Flash Player.  We're committed to finding and fixing these bugs and we appreciate any help you can give us!


      In general, when reporting a crash, please create a new bug over at bugbase.adobe.com and a new thread so that your issues won't be lost in threads that can sometimes span many pages.  When creating the bug, please include the following information:

       

      1. A brief explanation of what you were doing when the crash occurred.  Screenshots and or video of the steps required are always welcome!  Cell phone captures work great.  Many times we can pick up on small subtleties with a simple picture.

       

      2. An exact URL where the crash occurred.  Even though a crash might appear to happen in many places (like all videos on youtube for example), it still helps us to have an exact URL so that there are no ambiguities in our testing.

       

      3. A crash log!  See the posts below for details on creating crash logs for your particular browser.

       

      4. Your current version of Flash Player

       

      5. In some cases, computer hardware and drivers can contribute to a crash.  Getting your system details is always helpful.  Here are some simple steps to gather system details for Windows, Mac, and Linux.

       

      Thanks!

      Chris

        • 1. Re: How to report a crash with Flash Player
          chris.campbell Adobe Employee

          Google Chrome for Windows

           

          1. Display hidden files and folders in Explorer.  Details can be found here for XP, Vista, and Windows 7.

           

          2. Open Chrome and cause Flash Player to crash

           

          3. Open an Explorer window and navigate to:

          • XP: C:\Documents and Settings\<username>\Local Settings\Application Data\Google\CrashReports
          • Vista and Windows 7: C:\Users\<username>\AppData\Local\Google\CrashReports

           

          4. Locate the crash log named "Chrome-last.dmp" and copy it to your desktop

           

          5. Include the crash log you saved to your desktop in your bug report

          • 2. Re: How to report a crash with Flash Player
            chris.campbell Adobe Employee

            Mozilla Firefox for Windows

             

            1. Display hidden files and folders in Explorer.  Details can be found here for XP, Vista, and Windows 7.

             

            2. Open Firefox and cause Flash Player to crash.  You'll be presented with a screen similar to the one below.  If a crash log was generated, you'll see a "Send crash report" link.  Please don't click this yet.  If Firefox was unable to generate a crash log, you'll see the text "No report available".  In this case, document your bug with all relevant details and include the fact that a crash report could not be generated.

             

            3. Open an Explorer window and navigate to:

            • XP: C:\Documents and Settings\<username>\Application Data\Mozilla\Firefox\Crash Reports\Pending
            • Vista and Windows 7: C:\Users\<username>\AppData\Roaming\Mozilla\Firefox\Crash Reports\Pending

             

            4. To quickly locate the most recent crash, change your "Details" and sort by "Date Modified"

             

            5. Locate the crash log file that ends with .dmp and copy it to your desktop

             

            6. If you had already clicked "Send crash report" referenced in step 2, please open a Firefox window and type "about:crashes" into the address bar.  Copy the appropriate crash URL based on the date submitted

             

            7. Include the crash log you saved to your desktop (step 5) or the crash URL (step 6) in your bug report

            • 3. Re: How to report a crash with Flash Player
              chris.campbell Adobe Employee

               

              Safari for Vista and Windows 7

               

              1. Download the files "Enable Crash Logging.reg" and "Disable Crash Logging.reg" attached to the bottom of this post.

               

              2. Double click the "Enable Crash Logging.reg" file.  Click Yes to the Registry Editor dialog.

               

              3. Restart your system

               

              4. Open Safari and try to navigate to a page with working Flash content (for example, go to our About Flash page)

               

              5. Reproduce the crash

               

              6. Once Safari has crashed, open an Explorer window and type the following into the navigation bar: %localappdata%

               

              7. Navigate into the CrashDump folder

               

              8. Select a recent iexplore.exe.<somenumber>.dmp file and copy it to your desktop

               

              9. Now that we have a crash log, we'll disable crash logging by double clicking the "Disable Crash Logging.reg" file downloaded in step 1 and selecting OK

               

              10. Restart your system

               

              11. Include the crash log you saved to your desktop in your bug report

               

               

              Safari for Windows XP

               

              1. Display hidden files and folders in Explorer using this Microsoft document

               

              2. Open Safari and try to navigate to a page with working Flash content (for example, go to our About Flash page)

               

              3. Reproduce the crash

               

              4. Once Safari has crashed, open an Explorer window and navigate to the following folder:

              • C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson

               

              5. Locate the file named "user.dmp" and copy it to your desktop.

               

              6. Include the crash log you saved to your desktop in your bug report

              • 4. Re: How to report a crash with Flash Player
                chris.campbell Adobe Employee

                Internet Explorer for Vista and Windows 7

                 

                1. Download the files "Enable Crash Logging.reg" and "Disable Crash Logging.reg" attached to the bottom of this post.

                 

                2. Double click the "Enable Crash Logging.reg" file.  Click Yes to the Registry Editor dialog.

                 

                enablereg.png

                 

                3. Restart your system

                 

                4. Open Internet Explorer and try to navigate to a page with working Flash content (for example, go to our About Flash page)

                 

                ieabout.png

                 

                5. Reproduce the crash

                 

                iecrash.png

                 

                6. Once Internet Explorer has crashed, open an Explorer window and type the following into the navigation bar: %localappdata%

                 

                localappdata.png

                 

                7. Navigate into the CrashDump folder

                 

                crashdumpfolder.png

                 

                8. Select a recent iexplorer.exe.<somenumber>.dmp file and copy it to your desktop

                 

                iedmp.png

                 

                9. Now that we have a crash log, we'll disable crash logging by double clicking the "Disable Crash Logging.reg" file downloaded in step 1 and selecting OK.  Note this step is optional.  You are free to leave crash logging enabled.  With it enabled, Windows will save your last 10 crashes for future reference.

                 

                10. Restart your system

                 

                11. Include the crash log you saved to your desktop in your bug report

                 

                 

                Internet Explorer for Windows XP

                 

                1. Display hidden files and folders in Explorer using this Microsoft document

                 

                2. Open Internet Explorer and try to navigate to a page with working Flash content (for example, go to our About Flash page)

                 

                iexpabout.png

                 

                3. Reproduce the crash

                 

                iexpcrash.png

                 

                4. Once Internet Explorer has crashed, open an Explorer window and navigate to the following folder:

                • C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson

                 

                drwtsnfolder.png

                 

                5. Locate the file named "user.dmp" and copy it to your desktop.

                 

                6. Include the crash log you saved to your desktop in your bug report

                • 5. Re: How to report a crash with Flash Player
                  chris.campbell Adobe Employee

                  Placeholder: OS X Google Chrome

                  • 6. Re: How to report a crash with Flash Player
                    chris.campbell Adobe Employee

                     

                    Google Chrome for Mac OS X

                     

                    1. Open Chrome and cause Flash Player to crash

                     

                    chromecrash.png

                     

                    3. Open an Finder window and navigate to:

                    • <username>/Library/Application Support/Google/Chrome/Crash Reports

                     

                    chromedmp.png

                     

                    4. Locate the crash log file ending with ".dmp" and copy it to your desktop

                     

                    5. Include the crash log you saved to your desktop in your bug report

                    • 7. Re: How to report a crash with Flash Player
                      chris.campbell Adobe Employee

                      Mozilla Firefox for Mac OS X

                       

                      1. Open Firefox and cause Flash Player to crash.  You'll be presented with a screen similar to the one below.  If a crash log was generated, you'll see a "Send crash report" link.  Please don't click this yet.  If Firefox was unable to generate a crash log, you'll see the text "No report available".  In this case, document your bug with all relevant details and include the fact that a crash report could not be generated.

                       

                      firefoxcrash.png

                       

                      2. Open a Finder window and navigate to:

                      • <username>/Library/Application Support/Firefox/Crash Reports/pending

                       

                      ffpending.png

                       

                      3. To quickly locate the most recent crash,bsort by "Date Modified"

                       

                      4. Locate the crash log file that ends with .dmp and copy it to your desktop

                       

                      5. If you had already clicked "Send crash report" referenced in step 1, please open a Firefox window and type "about:crashes" into the address bar.  Copy the appropriate crash URL based on the date submitted

                       

                      ffaboutcrash.png

                       

                      6. Include the crash log you saved to your desktop (step 4) or the crash URL (step 5) in your bug report

                      • 8. Re: How to report a crash with Flash Player
                        chris.campbell Adobe Employee

                        Google Chrome for Linux

                         

                        linchrcrsh.png

                         

                        For full details on generating a backtrace for your Flash Player crash, please visit: Debugging Chromium crashes and include the text file to your bug report.

                        • 9. Re: How to report a crash with Flash Player
                          chris.campbell Adobe Employee

                          Mozilla Firefox for Linux

                           

                          1. Open Firefox and cause Flash Player to crash.  You'll be presented with a screen similar to the one below.  If a crash log was generated, you'll see a "Send crash report" link.  Please don't click this yet.  If Firefox was unable to generate a crash log, you'll see the text "No report available".  In this case, document your bug with all relevant details and include the fact that a crash report could not be generated.

                           

                          linffcrash.png

                           

                          2. Open a file browser window, verify "View->Show Hidden Files" is enabled and navigate to:

                          • Home/<UserName>/.mozilla/firefox/Crash Reports/pending

                           

                          lindmp.png

                           

                          3. To quickly locate the most recent crash, arrange items "By Modification Date"

                           

                          4. Locate the crash log file that ends with .dmp and copy it to your desktop

                           

                          5. If you had already clicked "Send crash report" referenced in step 1, please open a Firefox window and type "about:crashes" into the address bar.  Copy the appropriate crash URL based on the date submitted

                           

                          linabtcrsh.png

                           

                          6. Include the crash log you saved to your desktop (step 4) or the crash URL (step 5) in your bug report